Social Relationship Management (SRM)

While eCRM has proven hugely successful, if dealers want to keep up with the ever-changing and increasingly competitive online environment, they’ll need to be doing more. SRM ‘hyper targeting’ techniques make that possible. For example, Facebook advertising allows dealers to target and engage directly with all relevant users according to their location and the vehicle they currently drive, as well as by their search preferences when investigating a potential new car purchase.

A key benefit of SRM is the personalisation of lead management. Using tracking and targeting tools on social platforms, Marketing Delivery can help dealers communicate with customers looking for particular marques and models, to deliver an unrivalled personalised experience for the customer. For example, Car Alerts acts as a ‘silent salesperson’, streamlining the processes of following up on leads and promoting new stock to existing prospects via email and social media.

We have proven success in increasing page likes, website referrals and brand awareness. With regular measurement of key metrics such as Reach, Engaged Users and Website Referrals we ensure Social Media is used to enhance online reputation and reach an engaged, relevant audience.

Organic Management

The collaborative method of integrating local and national content provides a constantly evolving feed of vital information for the customer.  The strategy encourages the growth of “organic” reach through a time bound feed of tweets, Facebook posts, likes and comments.

This is crucial for the growth of business.  The diverse social media approach provides the best blend of content and connectivity for the customer.

We are also able to provide “live” feeds for conferences and events.  This is particularly practical for Twitter feeds with branded hashtags and it encourages integral connections for businesses, customers and a source of information about competitors.

This will dramatically increase awareness of your company’s presence at a conference and promote influence within the business setting.  It will also encourage user-generated content which will benefit business.

Social media enables people to connect for pleasure and business thus developing and maintaining relationships with your audience.  This is activated by engaging your customers and audience and providing personal two-way conversation which will build trust, loyalty, reputation and subsequent prospects whilst incorporating a ripple effect which will be imperative for results driven growth.

ReviewBox & Reputation management

ReviewBox allows visitors to your Facebook page to find out what your other customers think about you. Using replies to satisfaction surveys and reviews gathered during the CRM program, these real-life customer comments are used to enhance dealership reputation through Facebook.

Social media content curation and best practice considers customer feedback – negative and positive.  Customer comments and reviews are quickly identified and responded to.  “Active Listening” is employed by Marketing Delivery to ensure issues are dealt with promptly.  This awareness and pragmatism on social media, increases brand sentiment.

SocialStock

Our exclusive product SocialStock provides for the automotive network a used car search app for Facebook pages, with alerts for customers who can’t find what they are looking for.

These alerts can be linked to showroom enquiries and website searches as well, providing dealers with a tangible advertising solution directly through social media engagement.

Benefit from unlimited stock listings, up to 10 Images per vehicle and more:

  • Automated stock feed
  • Advanced search control
  • Vehicle search results
  • Vehicle details page
  • Dealer details
  • Dealer website link and CTAs
  • Also featuring Car Alerts to keep in touch with visitors who can’t find their ideal car, first time.

SocialStock on your page can help drive leads, sales and potential new customers to your dealership.

LeadBox

LeadBox allows us to capture Leads on Facebook and add them straight into an e-CRM Mailing List. When a Lead is captured we send an alert instantly to the Dealership so the Salesmen can respond straight away. Logged Leads are then added to our Sales CRM Cycle, learn more about that here.

Social Media

Data driven marketing is at the heart of everything we do, including Social Media. We can target your existing customers, and new enquiries, with social advertising, throughout the customer journey, including aftersales retention. And with the latest micro-targeting techniques, we can build unique audiences based on your existing customer profiles to increase new business penetration across defined market areas.

Starting with a tailored audit to identify data quality issues, followed by a clearly defined data cleansing programme, our Aftersales eCRM service delivers significant uplifts in aftersales retention and revenue.

Buying the car is just the first step, our Aftersales communication passes buyers over to the Service Department so that their needs are met by the dealership from Sale onwards.

Aftersales

Getting data quality right is the key fundamental to retaining customers and to building the foundation for increased future sales. Our Aftersales eCRM service delivers significant uplifts in aftersales retention and revenue.

In a recent analysis of over 2,000 showroom sales enquiries, we identified that top performing dealerships achieved an average sales conversion rate of 31.3% – significantly outperforming the industry average of one-in-four.

And from our lead tracking analysis we could also see that 80% to 85% of all incoming enquiries were closed within the first 4-days of their showroom visit.

So what happens to those ‘hot leads’ that are not converted in this initial 4-day window and how can you maximise ‘Lost Sale’ opportunities?

The major reason behind ‘Lost Sales’

With an average of 3-5 new incoming sales leads per week, it doesn’t take a genius to work out that hard-pressed dealership sales staff can only manage a pipeline of so many leads, before last week’s unconverted prospects fall away – and are left without any meaningful follow-up!

And this is precisely the area where these ‘high conversion’ dealerships maximise their chances of converting every possible sales opportunity.

Every enquiry that’s been closed-off as a ‘Lost Sale’ triggers a customised message that opens the door to potential re-engagement, with a surprising number converting back into a ‘new’ enquiry and subsequent sale (in a recent campaign, 46% of ‘Lost Sale’ enquirers replied that they were still in the market for a car!)

Lost Sales

With up to 64% of sales enquiries ending-up as ‘lost’, what are the key steps your dealership can take to ensure your sales team has the best possible chance of converting incoming enquiries to a sale? Our Lost Sale CRM service renews contact with those enquiries that have been marked as ‘lost’, re-engaging and converting opportunities back into live prospects and additional sales conversions.

We are pleased to provide an eCRM service to over 400 franchised dealerships across the UK and ‘Car Alerts’ forms an integral part of their customer journey.

Car Alerts were designed to keep undecided ‘approved used car’ customers engaged whenever their enquiry hasn’t progressed to a sale after 14-days, at which point the customer is auto-subscribed to receive a ‘Car Alert’ – keeping them up-to-date whenever new stock arrives matching their initial enquiry.

Two Audi dealerships in the South-West were the first to trial our ‘Car Alert’ service. The first Audi dealership recorded 40-sales in the first 3-months, and the second a further 46 approved used car sales in the same time period – providing a quite significant contribution in terms of ROI.

We are now utilising Facebook Advertising to bring Car Alerts on to another platform. Those receiving a Car Alerts Email will now be shown an Advert!

So exactly how do these ‘high conversion’ dealerships maximise their chance of converting every possible sales opportunity?

After 14-days, any enquiry that hasn’t progressed to a sale is auto-enrolled to a ‘Car Alerts’ service that updates the customer every time new stock arrives that matches their initial enquiry.

 

If you’d like to see how our ‘Lost Sales’ and ‘Car Alerts’ service can help your dealership or group increase sales conversions, get in touch today.

Car Alerts

Not every customer will complete their car purchase on the day. Car Alerts is a unique service that allows your sales team to keep in touch with ‘undecided customers’ through a series of automated alerts, updating them each time a new car comes into stock matching the ‘make/model’ of their initial enquiry.

Using our SmartMail system, we send Mobile Responsive Email, SMS and Social Media messages to customers to nurture enquiries, increase sales conversions and aftersales retention.

Connectivity

We are fully integrated and able to receive data from all of the major showroom lead management systems including: MLM / eGood Manners, Fastrack, Contact Advantage, CloseIt, DealerWeb, Reef, ADP Kerridge Autoline and Ebbon Dacs.

Engagement

With average message open rates in excess of 60%, response rates of up to 15% (that’s active response, not just click throughs) we are engaging with customers in the most cost effective way on their computers, tablets and mobile phones.

Reputation

With ReviewBox, our Facebook App which publishes customer CSI scores and comments to a dealer’s Facebook and Auto Trader pages, we are allowing the good news about our clients’ dealerships to be spread across Social Media.  Positive customer feedback, scores and comments are collated from the email and SMS messages sent from Sales or Service activity.

Sales CRM

We believe every single customer enquiry deserves to be acknowledged and nurtured by a series of personalised communications, from point of initial enquiry through to order confirmation and beyond. The results speak for themselves, with our Sales eCRM consistently delivering increased sales conversions for our dealer group customers.